Location: Warszawa / Gdańsk
Established in 1992, Allied Worldwide Ltd is a global organisation delivering bespoke IT outsourcing & managed people services to the corporate market. With a presence across 5 continents, we serve a loyal and expanding corporate client base. Our core business is the provision of skilled technical resources using a flexible, solutions-based model for ongoing infrastructure support, consultancy and technology projects.
We now have an exciting opportunity for a 1 st Line Support Professional with English and one of the above
languages. You will work on many of Allied’s prestige customer sites, predominantly in Poland and will be
providing both Service Desk and Desktop support at various managed service sites working with different
customers and cultures.
Purpose of the role:
The IT Service Desk Analyst will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. A list of duties/experience/skills for this role is shown below:
Key responsibilities:
- Act as a single point of contact for phone calls and emails from internal staffs regarding IT issues and queries
- Receiving, logging and managing calls from internal staffs via telephone and email
- Maintaining an Asset Database and track changes 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as
- IPhones/IPads Blackberry’s, Laptops, PCs and Printers
- Troubleshoot basic network issues
- Escalate unresolved calls to the 2 nd line support team
- Log all calls in the Service Desk Call Logging system (ITSM)
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
- Provide stats for the weekly Service Desk report on call trends
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- Blackberry account management and provision (BES system)
Requirements:
- Excellent communication skills and telephone manner.
- Excellent organisational skills
- 1 year’s previous IT Service Desk and/or Call Centre experience required
- Incident Management experience – Managing incidents including business expectations and communication
- Basic Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
- Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation)
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service